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December 31st 2022 I received an email confirming my withdrawl request in the amount of $5000.00 NZD and that it was pending.

January 3rd 2023 I received an email 

confirming that my withdrawal of $5000.00 had been successfully processed.

Reference code for this transaction is: 30347282316

January 20th 2023, I emailed support requesting a trace as I have not received the money.

January 23rd 2023, I emailed support requesting any information updates related to the trace.

I have not had a response as yet, and

I don't know what is considered a reasonable amount of time before submitting a complaint?  My patience is now in short supply and now have an abundance of anxiety.

Dear Mebetwt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I have not completed a withdrawal before.

I made a $20 deposit that had a 70% match bonus and received $14 bonus money and also 25 bonus spins i can't recall the winnings from this but it would have been capped at around $50 all bonus money and money from bonus spins winnings was wagered well before deciding to withdraw. This was not an issue during the withdrawal as it was successfully processed a few days later according to the email I received.

In regards to the KYC I had successfully completed KYC Verification some time ago when I was going to make a withdrawl, also not an issue as the withdrawal was successfully processed, I haven't had any reply still to the trace I requested after advice from my bank.

Thank you

Hope this information helps.

Ive just received an email saying they are going to reprocess the payment, will update once it's in my bank account🙏😁

Thank you very much for the update, Mebetwt. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I'm happy to say the matter is now resolved, once again thank you for your help.

Dear Mebetwt,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru